Director, Customer Success, CX

Director, Customer Success, CXThis senior leadership role sits at the center of enterprise customer engagement, responsible for driving long-term value, adoption, and growth across a portfolio of strategic clients. You will act as a trusted advisor to C-level stakeholders, guiding them through transformation initiatives powered by AI, cloud, and advanced customer experience technologies. The role combines strategic account leadership with hands-on execution, ensuring customers realize measurable business outcomes from complex CX platforms. You will oversee the full post-sale lifecycle, from onboarding to renewal, while shaping success plans tied directly to performance KPIs. Working in a fast-paced, matrixed environment, you will collaborate across Sales, Product, Services, and Technical teams to deliver seamless customer outcomes. This is a high-impact role focused on retention, expansion, and innovation through intelligent automation and AI-driven CX capabilities.Accountabilities:Lead strategic customer success engagement across a portfolio of large enterprise accounts, acting as a trusted advisor to senior and executive-level stakeholders.Own the full post-sale lifecycle, including onboarding, adoption, optimization, renewal, and expansion, ensuring consistent value realization.Develop and execute customer success plans and Executive Business Reviews (EBRs) aligned to measurable business outcomes and KPIs.Drive Net Revenue Retention (NRR) through upsell, cross-sell, and renewal strategies in partnership with Sales and Account teams.Champion AI-powered CX adoption, including automation tools, virtual agents, analytics, and workflow optimization solutions.Lead cross-functional collaboration across Sales, Product, Professional Services, and Technical teams to ensure seamless delivery and customer satisfaction.Monitor customer health metrics (CSAT, NPS, adoption rates), proactively managing risks and ensuring issue resolution.Provide strategic insights from customer interactions to influence product innovation and roadmap decisions.RequirementsBachelor's degree in Business, IT, or related field required; MBA preferred.10+ years of experience in Customer Success, Account Management, or Professional Services within SaaS or CCaaS environments.5+ years of experience working with enterprise CX platforms such as NICE CXone or comparable solutions (Genesys, Five9, Talkdesk, etc.).Strong expertise in contact center operations, cloud transformation, and AI/automation adoption in customer experience environments.Proven ability to manage large, complex enterprise accounts with global scope and high revenue impact.Excellent executive communication, presentation, and stakeholder management skills with experience engaging C-suite leaders.Strong analytical mindset with experience using CRM tools (e.g., Salesforce) and performance dashboards.Demonstrated ability to lead through influence in matrixed organizations and manage competing priorities effectively.BenefitsCompetitive base salary with eligibility for performance-based bonuses (where applicable).Comprehensive benefits package including medical, dental, vision, life, and disability insurance.Paid time off and flexible work arrangements supporting work-life balance.Opportunities for career growth across a global, innovation-driven organization.Exposure to cutting-edge AI, cloud, and CX technologies shaping the future of customer engagement.Inclusive and collaborative culture with strong focus on learning and professional development.Travel opportunities (up to 25%) for client engagement and industry events.